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Lumen· Developer tools
Activation up 18% after support became part of onboarding.
A developer-tools company used grounded technical resolution to stop new users from getting stuck — and watched activation climb.
+00%
Activation rate
00%
Technical tickets resolved
00%
Knowledge coverage
0-figure
Expansion surfaced
The challenge
Lumen's product was powerful but unforgiving in the first hour. New developers hit walls, opened tickets, and churned before they ever reached value. Generic AI 'help' made it worse by confidently giving wrong answers about the API.
What Chimes did
Chimes grounded every answer in Lumen's docs, runbooks, and resolved tickets — with citations. When knowledge was missing, it flagged the gap and drafted the article. Stalled onboarding triggered proactive nudges, and expansion signals routed to revenue.
“Our activation rate jumped because new users stopped getting stuck. The support agent is now part of onboarding.”
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